We’ve all completed or created software or procedure training, some is very tedious, some is pretty and more engaging with clickthrough exercises – but the big question always is, what do you do want employees to do when two months later they are faced with a certain task and don’t remember how? Would they go back to a 20 minute learning module and search for a solution? Of course not.
Job aids to the rescue
A clear task-based step by step, or a quick video, easy to locate and easy to use – that is what learners need to support any training effort. If you do not provide job aids, most of us will just try stuff instead – and that’s where mistakes are made and bad habits created and perpetuated. In short, what people need are job aids with a user-oriented and modular approach seamlessly integrated in training and their day-today activities. “Isn’t that what our Standard Operating Procedures (SOP) and work instructions are for?” I hear you ask. Indeed they are, but do your current SOPs offer what people need to find information and instructions fast? In short do they deserve the name “job aids”?
Solid SOPs and other documentation reduce training effort
On a recent project I was asked to create training to ‘solve a problem’ in a laboratory environment. The company struggled with lots of mistakes in sample reception, and found them perpetuated with new staff. As I dug deeper on where the problem came from, I was presented with the relevant SOP… In my mailbox landed 94 pages of dense text, 4 level deep numbering, lots of added notes and hints, bolded text and add-ons: a real example of how an unstructured SOP can undermine any training efforts and day to day business.
While the manager was keen on elearning modules to train people on the content of the SOP, we discussed how a full rewrite of the current SOP was the first thing to look at. Well-structured SOPs and work instructions, with clear titles and concise, easy-to follow processes and procedures could be used to train new people as well as support the daily work of more experienced employees in case of doubt. Write one, get one free…
Let’s have a look at an example of how we changed a cluttered SOPs into clear work instructions.
The example below shows a before and after of one procedure.
What did we do?
Chunking and relevance
Following the Information Mapping methodology principles, we chunked the content into logical parts with relevant info. The procedure is about entering sample details, so that content belongs together. However, outlier moments like removing samples from the system or entering special cases like composite testing should be easy to find but are not part of the “normal” procedure. So we moved them to a separate block.
Accessible detail
Next we applied the chunking and relevance principle to the procedure itself. We presented it in a table for clarity.
Step one is all about adding the product specifications, which is presented in long paragraphs in the original document. Rationalising the content for relevance and accessible details, an if/then table now summarises nicely what the reader needs to do in case they find the product specs automatically and what to do if they don’t.
Labeling
Last but not least we wrote clear labels or titles. You will also notice that we got rid of most of the numbering. It was inconsistent and clearly hindered the thought process about the procedure. The only numbering used now is within the procedure table. The map has a title announcing the general topic (Entering sample details), and each of the blocks has a clear label too. Additionally, we have made sure that by scanning, the gist of the procedure is clear to the reader by bolding the ‘action’ in each procedure step: Select Specs, Enter sample name etc. We could call them mini-labels.
Time to get to work!
I hope this before/after example helps you tackle your next job aids or SOPs to support training or daily work on the floor. And yes, these principles can also be applied to your training itself, whether it’s live or elearning. The Information Mapping principles help you to rationalise your thoughts for any type of content.
Download the webinar on this website if you are keen to see more examples.
